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Achieving digital transformation in insurance: What will it take?
While there’s currently a big push in the insurance industry to get digital transformation projects over the line, the traditional challenges haven’t changed. Legacy systems, interoperability, siloed functions and teams, budgetary pressures and complex operating structures all create roadblocks that are hard to shift.
While intelligent automation isn’t a magic solution to every insurance challenge, our powerful combination of RPA, AI and automation management tools can help in three crucial ways:
- Create efficiencies using your existing structure and systems
- Take the burden from your people so they can do more
- Jumpstart real innovation and new revenue streams
With Blue Prism on your team, you’ll be able to map out your transformation plans from an organizational perspective which will create a faster path to value.
What Can Blue Prism Do For You?
Select A Solution Area
Frictionless Customer Journeys
Frictionless insurance is difficult to achieve. While it’s often achieved in pockets of the organization, it is rarely scaled across an entire business. By focusing on streamlining the buyer journey with intelligent automation, you can make a real impact on your bottom line while providing better experiences for your customers and your staff.
Quote and bind / Underwriting
Whether you sell directly to customers or via brokers, a digital workforce can help with both the frontline "quote and buy" process and the more complex underwriting process. As a result, you can generate faster quotes and policy documents with more accurate pricing.
No matter how you service midterm adjustments, a digital workforce can help to standardize this process, bringing data into a single source of truth, processing changes to policies faster, and ultimately providing the customer with a seamless experience.
Delivering great customer service means ensuring your agents have the tools they need to focus on your clientele. Intelligent automation helps agents work more efficiently with systems, connect channels, standardize customer data, and process documentation more quickly. As a result, you can reduce the volume and length of calls to customer service agents and waiting times for customers.
With the many manual tasks involved in the insurance renewal process, as well as different elements such as pricing and policy documentation, deploying a digital workforce is a smart move that can streamline all of these activities and enable your staff time to focus on customer retention.
Connect the Dots in Claims Management
To say we make claims simple would be misleading. Even straightforward claims involve multiple touch points, both with people and systems. What we can help with is connecting and improving your claims processes with intelligent automation. A digital workforce can help you process customer claims faster, while reducing your cost per claim. We think that’s a great outcome for everyone.
At this critical stage of the claim, a digital worker can ensure that the right data and documentation are collected and processed from the start, with the customer fully informed of progress. Intelligent automation helps to truly digitize FNOL.
Whether adjusting a straightforward life insurance claim or a complex catastrophe claim, a digital workforce can take manual data related tasks off your adjuster’s plates, giving them more time to focus on customers.
Once a decision is made, digital workers can step in to fulfill the settlement stage of the claim. They can also work between your claims and finance teams and the customer to ensure payment is made quickly.
Since digital workers use applications in the same way as your human staff, there’s no need for APIs or repetitive, manual data entry. Blue Prism digital workers operate alongside both legacy and new systems and software, ensuring speed, consistency and accuracy.
Transform Your Contact Center Operations
When planning for insurance contact center transformation, it’s important to consider both the customer and agent experiences. In an environment where staff turnover and operating costs are high, and a poor customer experience can damage your reputation, creating efficiencies with a digital workforce is critical. Calculate the potential impact of transformation on your contact center.
By employing a digital workforce, you can reduce the number of systems agents need to access, automate simple inquiries, and coordinate communications channels. As a result, your contact center agents can take more time with customers who need it, and you and your customers benefit from reduced call volumes, lengths and waiting times.
Customer experience is the sum of several front- and back-office activities involving your agents, your customers, and your business. And digital workers can help with both. Automate simple inquiries, MTAs and quotes and create a single source of truth for customer data. Reduce human error and improve brand reputation. Manage customer data safely. Agents are free from time-consuming tasks to focus on customer needs and growing the business.
Reduce Fraud and Stay Compliant
Insurers are seeing a steady rise in fraud and, in a highly competitive market, mitigating losses from fraud can make a big difference. Intelligent automation uses AI and data analytics tools to implement robust fraud detection and prevention processes. Staying on top of compliance standards and new regulations is also critical, and digital workers are a valuable resource to keep regulatory costs down and standards high.
AI-enabled digital workers detect fraudulent documents and data associated with quotes, purchases and claims. Specifically, they help prevent fraud by checking claims histories, personal data and other sources, as well as anomalies in application forms at the time of purchase.
Digital workers can automatically cross-check multiple systems for compliance assurance and automate time-consuming compliance steps in collaboration with your team. Digital workers can also prepare and deliver compliance reports such as Solvency II.
Generating ROI From Back-office Automation
The back-office is the beating heart of any insurance organization. So, while you’re working on your transformation plan and intelligent automation roadmap, don’t forget to include your support functions in your business case. They’re a great source of ROI and often in great need of the extra pair of virtual hands.
There are myriad financial processes that can be picked up by digital workers, from invoice reconciliation to supporting the claims settlement process. Automation in finance generates solid ROI.
The human resources function in insurance is often under resourced but must still meet increasingly high expectations from the Board, from employees and in recruitment. A digital worker is an invaluable addition to help HR teams meet critical performance goals.
Insurance is driven by data, but inputting, extracting and collating all that information takes many human working hours. A digital worker can support your actuaries by picking up manual data tasks.
IT departments often have a backlog of projects to deliver to the business in addition to providing support for business teams. A digital workforce can help to better manage this workload.
Contact center transformation calculator
Intelligent automation is delivering true business value and rapid ROI to contact centers throughout the world.
Customers expect better, faster, and more personalized service than ever before. With a 360° view of the customer available in seconds, agents are able to deliver a personalized experience that results in customer retention and revenue growth.
Ready to see how much impact automating your contact center could make?
Your roadmap to insurance transformation
Read our claims survey report on how automation is influencing the future of insurance.
The future workplace
Listen as our webinar panel discusses the future of work and how digital workers will become our new insurance colleagues.
Unifying workforces. Digital first. People enriched.
Blue Prism intelligent automation is redefining the workforce and the work they do, helping customers realize the benefits of a digital-first, human-enriched operation.
©2022 Blue Prism Limited. “Blue Prism”, the “Blue Prism” logo and Prism device are either trademarks or registered trademarks of Blue Prism Limited and its affiliates. All Rights Reserved.
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